Patient Account Representative

Description

Under the guidance of the Revenue Cycle Director, the Patient Account Representative is responsible for working closely with patients in regards to self-pay balances both current and prior and educating patients on their financial responsibilities. Primary Responsibilities include working with the patients to resolve their balance, setting up payment plans, statement processing, working with collection agency on collections accounts, verifying insurance benefits, and collecting payments in a manner consistent with the mission, vision and values of Crossing Rivers Health. Delivers superior internal and external customer service within Medical Center and Clinics.

Essential Job Functions 

• Assists with patient customer service, including supportive listening, resolution and follow through, especially when related to billing issues.
• Collections of self-pay balances, through statements, letters, phone calls, follow up, etc.
• Processes statement, reviewing for accuracy prior to sending to patient.
• Works with collection agencies on collection accounts, transfers accounts to collections, and reconciles accounts listed.
• Verifies insurance benefits.
• Collaborates with other departments (Registration, Patient Family Services, HIM/Coding) to assist with prior authorization processes.
• Works with uninsured patients to discuss coverage options and Community Free Care application process.
• Maintains working knowledge of private, public and third party insurance and related regulations.
• Assists with providing estimates to patients prior to services being rendered.
• Provides support to other Business Administration staff.
• Answers patient phone calls and meets with patients in person regarding billing questions.
• Keeps accurate documentation and notes.
• Accepts patient payment, posts to patient accounts, and maintains an accurate cash drawer.
• Helps implement initiative to improve patient satisfaction.
• Updates EMR forms and paper forms as needed.
• Scan documents to patient accounts/records.
• Assists with follow through on Workers Compensation and Third Party Liability accounts.
• Assists with account resolutions, works closely with Business Administration staff to ensure accurate billing of patient accounts.
• Promotes a culture that enhances customer service, patient safety and employee enrichment.
• Problem-solves and addresses issues raised by employees and patients in a timely manner.
• Other job duties and responsibilities as assigned to effectively meet the needs of the patients, the department, and the organization as a whole.

Competencies

• Accountability – Ability to accept responsibility and account for his/her actions.
• Accuracy – Ability to perform work accurately and thoroughly.
• Communication – The ability to get one’s ideas across to others through oral or written means and to understand the ideas of others through effective listening.
• Detail Oriented – Ability to pay attention to the minute details of a project or task.
• Ethical – Ability to demonstrate conduct conforming to a set of values and accepted standards.
• Honesty/Integrity – Ability to be truthful and be seen as credible in the workplace.
• Reliability – The trait of being dependable and trustworthy.
• Responsible – Ability to be held accountable or answerable for one’s conduct.
• Organized – Possessing the trait of being organized or following a systematic method of performing a task.
• Problem Solving – Ability to find a solution for or to deal proactively with work-related problems.
• Tactful – Ability to show consideration for and maintain good relations with other.

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Requirements

Education

• High School Graduate or General Education Degree (GED) : Required
• Associate’s Degree (two year college or technical school) Preferred, Field of Study: Health Related field

Experience

• 2 years of experience in customer service related setting
• Minimum of 1 year of medical office experience preferred
• EPIC EHR experience preferred

Computer Skills

• Proficient in basic computer programs